Technical Services Engineer
Company: VT iDirect
Location: Herndon
Posted on: January 26, 2023
Job Description:
Overview
ST Engineering iDirect is a global leader in satellite
communications (satcom) providing technology and solutions that
enable its customers to expand their business, differentiate their
services and optimize their satcom networks. Our business provides
innovation focused on solving satellite's most critical economic
and technology challenges, and expands a shared commitment to
shaping the future of how the world connects. - With your talent
and energy paired with our vision and technical leadership, the
most fulfilling work of your career is waiting for you at ST
Engineering iDirect---the sky is truly the limit!
We are seeking an innovative, creative, and experienced Technical
Services Engineer who is ready for the challenges,
responsibilities, and rewards that come with working in a
high-energy, fast-paced environment. iDirect is dedicated to
providing next generation solutions for broadband IP networking via
satellite networks. As the leading innovators in this new space,
our diverse and talented team of internet, satellite, and
telecommunications professionals continues to break new ground and
create significant opportunities for network operators, for service
providers/ resellers, and for corporate networking
professionals
Responsibilities
- Provides fault isolation and problem resolution to iDirect's
customers by analyzing, troubleshooting, and resolving
product-related issues, including, but not limited to the following
areas: IP networking, RF, Satcom, Linux, and MySQL
databases
- Performs all technical duties of Technical Services Engineer
II
- Analyzes frequency spectrum plots; utilizes Spectrum Analyzers
to review interference, Carriers, etc.; analyzes Link Budget
elements; understands details of Carrier performances, carrier
level, C/N, Eb/No, BER, etc.; recognizes RF impairments, Noise and
interference; troubleshoots RF chain from RF to baseband; designs
and creates network configurations including Modulation/FEC and
QoS; creates advanced troubleshooting techniques based on past
experience; integrates monitoring applications into hub environment
involving iDirect equipment
- Designs new networks using knowledge of TCP/IP concepts;
utilizes troubleshooting tools such as tcpdump and Wireshark;
creates router/switch configurations involving VLANs, routing
protocols, multiple interfaces, etc.; troubleshoots issues
involving VLANs, IPSEC, QoS, and VOIP
- Navigates file structures; edits files and reads logs with
expert knowledge of Linux
- Reviews and understands database schema and tables using good
knowledge of MySQL or similar databases
- Works on complex issues according to priorities and designated
resolution timeframe
- Accepts escalations from juniorTechnical Services Engineer to
resolve high priority/complex customer issues
- Documents all support transactions within TAC's ticketing
system
- Acts as a technical mentor for junior TAC Technical Services
Engineers and participates in knowledge sharing programs
Qualifications
- Working knowledge of TCP/IP, QoS and general IP Networking,
Routing, and Switching
- Ability to use tools like TCPDUMP or Wireshark packets sniffers
and analyzers
- Working knowledge of Linux/Unix, and experience with a MYSQL or
similar database
- Practical experience with CRMs, trouble ticket systems, trouble
ticket policies and procedures including ticket referrals,
escalations and measurements such as MTTR
- Ability to independently debug network issues remotely, using
tools like TCPDUMP or Wireshark packets sniffers and
analyzers
- Competent help desk and customer facing skills
- Effective oral and written communication skills
- Ability to multitask and effectively manage time
DESIRED QUALIFICATIONS (Not required):
- Technical Certification (CCNA, CCDA, CCNP, or CCDP)
REQUIRED EXPERIENCE:
- 5+ years of industry experience in working in a 24x7x365
multi-shift environment (Main focus = fault isolation and problem
resolution via phone, email or chat for a global customer base) or
equivalent combination of education and experience
EDUCATION:
- BS/MS in Computer Science, Electrical Engineering, mathematics,
or equivalent experience
Keywords: VT iDirect, Germantown , Technical Services Engineer, Engineering , Herndon, Maryland
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